At a Glance
- Tasks: Provide top-notch ICT support and enhance colleague experiences across Ofcom's offices.
- Company: Join Ofcom, the UK's communications regulator, making a real impact on connectivity.
- Benefits: Enjoy flexible working hours, competitive salary, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with a commitment to personal development.
- Why this job: Be the face of ICT at Ofcom and help shape the future of communication.
- Qualifications: Experience in ICT support and a Level 3 apprenticeship or equivalent.
The predicted salary is between 28350 - 34650 £ per year.
Closing Date: 28/08/2026
Group: Corporate Group
Management Level: Administrator
Job Type: Permanent
About Ofcom
As the UK’s communications regulator, we’re delivering vital work that helps keep the UK connected and shapes the future of how we’ll stay connected with each other. Our work covers everything from phones and broadband, through to TV, radio, the postal service, and wireless devices. We’re also taking on the challenge of making the online world a safer place.
About the Team
You’ll be joining our friendly and dedicated Local TechHub Support Team, who are passionate about delivering a first‑class face‑to‑face ICT support experience. Working collaboratively with our trusted outsourcing partner, we provide hands‑on support for hardware, software, audio visual, and telephony services to over 2,000 colleagues across Ofcom’s London headquarters and seven regional offices.
Purpose of the Role
As a TechHub Support Analyst (TSA), you will be the “face of Ofcom ICT”, placing colleague experience at the heart of every interaction. You'll provide responsive, high‑quality support by resolving incidents, fulfilling service requests, and championing a positive ICT experience. The TSA takes a proactive approach to diagnosing and resolving problems, sharing knowledge with colleagues, and promoting the effective use of ICT solutions.
Your key responsibilities
- Technical Expertise & User Enablement – Provide expert support and guidance across Microsoft 365 (including Teams, Outlook, Excel, PowerPoint, SharePoint, OneDrive, Planner, Power Automate, Forms, Loop, OneNote and Copilot), Microsoft Endpoint Manager (SCCM/MDM), meeting room technologies, and cyber security best practices.
- Customer Support & Stakeholder Management – Deliver colleague‑focused ICT support for over 2,000 users through face‑to‑face, remote, and proactive floor‑walking support.
- Systems, Software & Asset Management – Install, configure, maintain, and troubleshoot hardware, software, mobile devices, and system updates.
- Application Support – Support and maintain application services in line with agreed procedures and SLAs.
- Incident & Problem Management – Investigate, prioritise, resolve, and document incidents, including support during major incidents and security breaches.
The skills, knowledge and experience you will need for success
- Evaluating Problems – Identify and solve issues by using well‑thought‑out strategies.
- Trailblazing Ideas – Bring fresh perspectives through creative and original ideas that improve processes, policies, or services.
- Executing Plans – Take ownership of incidents, requests, and project tasks, providing timely updates.
- Harmonising Work – Work closely with subject matter experts and application owners to resolve technical issues.
- Articulating Ideas – Create clear, user‑friendly technical content to support colleague self‑service.
- Technical Knowledge & Expertise – Support medium‑to‑complex incidents, requests, and project activities.
Qualifications and Experience (Essential)
- Experience in a front‑line ICT support role
- Level 3 apprenticeship in ICT (e.g. Azure Cloud Support Specialist), or equivalent qualification/experience (e.g. A-levels)
- Full UK Driving License
Desirable Qualifications and Certifications
- SDI Service Desk Analyst (SDA)
- ITIL® 4/5 Foundation – IT Service Management
- CompTIA A+ (220-1201/1202)
Inclusive hiring at Ofcom
At Ofcom, our mission is clear: to make communications work for everyone. To achieve that, our people must reflect the diversity of the UK, in background, identity and experience.
Recruitment process and disability confident commitment
As a proud Disability Confident Leader, we guarantee interviews for disabled applicants who meet the essential criteria for a role.
TechHub Support Analyst in Manchester employer: COM1000 Office of Communications
At Ofcom, we pride ourselves on being an excellent employer, offering a unique opportunity for aspiring engineers to develop their skills in a supportive and innovative environment. Our work culture fosters collaboration and continuous learning, with regular training sessions and the chance to gain hands-on experience with cutting-edge technology. Located in the South of England, our team is dedicated to ensuring that you not only grow professionally but also enjoy a fulfilling career path while contributing to the vital work of spectrum management.
Contact Details:
COM1000 Office of Communications Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land TechHub Support Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at COM1000 Office of Communications. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like COM1000 Office of Communications before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace TechHub Support Analyst in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to COM1000 Office of Communications:Your cover letter is your chance to shine! Tell us why you want to work at COM1000 Office of Communications specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at COM1000 Office of Communications!
How to prepare for a job interview at COM1000 Office of Communications
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
